Speaker 1
Hi, uh, yeah, what was your name again? Ben, okay, thank you. Um, yes, uh, I just, uh, um, was had delivered a FB7 PRO 7,
00:00
Speaker 2
Welcome to Lynxus support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting Register dot Lynxus dot com. Please have your device's serial number ready. For assistance, press one now. For out of, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. All right, thank you for calling Lynxus. My name is and I'll be helping you today. It's [silence] [Venn.
00:00
Speaker 2
I'm I do apologize. What's the model? WRT-347. Is that correct? Yes. Thank you so much. Uh, just to confirm. Am I speaking with Sir Mike, Cohen? All right, if it's right, with the with this, put the call on hold for three to five minutes to double check everything in my end. Would that be OK? Thank you very much for your patiently waiting sir Mike. So what you have here is an MPR 70 or as you mentioned WRT pro 7 which is a stand alone router and I'll set expectations it's not compatible or [silence]
01:00
Speaker 1
Okay, wait a second. [silence] I purchased this because in the previous call, [silence] they told me that I one of my nodes was just broken and it can't be fixed and then I asked for what do they suggest and they said well, if you get a Pro 7 it's compatible with my other nodes. So, okay. [silence] All right. So, I need to return this. [silence] Okay. All right.
04:00
Speaker 2
[sad music] Mm-hmm. Mm-hmm. Mm-hmm. The one that was suggested to you by the previous technician is a MEB 7000. What you have here is a MEB 70, which is different since it's a stand-alone, and the one that was suggested was a mesh router similar to what you had previously. If you just purchase it, then yes, it's still within the return window, so you can have a refund for it.
04:00
Speaker 1
no, can you just can so it's I'm just gonna write this down, the one the one that's compatible with a mesh is called [silence] the what? what is it called? UH. it's so close to Velo. W ETR pro 7. Huh. okay. Okay. Uh oh. Sorry, no, no, no, no, no, no, I don't want to no no, wait, wait, wait, wait, wait. I now I put my old node, which is the route, the router hub connected and it won't it now won't uh it can remain red. It won't restart. So this is, so we need to troubleshoot that. Yeah.
05:00
Speaker 2
Mhm all, it's called Velop PRO7 uh the uh other term is MBE7000 oh, I see all right, so once again thank you so much for calling uh, [silence] for your old mesh system. I believe you've already been informed that the product is no longer in warranty, uh, [silence]
05:00
Speaker 1
Right. That, wait a second. Wait, wait a second. Just to clarify, I have four nodes, one of which is the main node. One of the child nodes is the one that was broken and we've basically concluded it's out of warranty and can't be fixed. This new problem started when I was misinformed about a Lynxys product. I tried to install it and I had to uninstall my current Lynxys product, which was working. And now I can't get it to work, the current Lynxys product. And it's not that the node that's broken, it's the node that was just disconnected.
06:00
Speaker 2
and its serial number. If you do still wish to proceed with further troubleshooting for an out-of-warranty unit, it entails a $[REDACTED_PAYMENT_DIGITS] payment, which is valid for one hour. However, we'll set your expectation in advance.
06:00
Speaker 1
A few hours ago, the main node for my hub for my mesh. Are you saying you won't help me with that after the snafu that you know I tried to be a good link to this customer and now I'm being penalized for this misinformation. [silence]
07:00
Speaker 2
[silence] We do apologize, but in terms of what happened, since as you mentioned, you tried replacing the old parent mode with a new parent mode. Your current setup alongside with the modem from Sonic, I believe is currently trying to associate itself with the new links. Since you tried to reconnect the old mesh parent node, it's currently not able to identify it properly which needs a proper factory reset and reconfiguration. However, since due to process, we cannot proceed. [silence]
07:00
Speaker 1
Okay, pleased to. Please to your supervisor. So in other words, you're going just abandon me after all this. You and so you're saying that my parent mesh node need to factory reset? Let me ask you one last question. Do if I do a factory reset on the parent node, is that means I re configure all the nodes and devices in my network. Think.
08:00
Speaker 2
All right. With pre-troubleshooting, as of the current moment, your older mesh unit is no longer in warranty. Right.
08:00
Speaker 1
Okay, thank you. Are you testing me? No. [silence]
09:00
Speaker 2
Hello. Uh yes, hello sir. This is Albert from supported links list. Uh, your case has been escalated to us for further assistance. Um yeah, may I ask why do you want to speak with a supervisor? am I speaking with Uh, Mike Cohen?
11:00
Speaker 1
Yes. Okay, well, I've been, I've been a longtime Linksys customer. I've had four nodes, one parent, three child. Uh, one of my child nodes was determined to be broken. I don't know what happened. It just stopped working. And on a service call, we concluded it was just, it's maybe some kind of hardware failure, who knows. And so, in that call, I said, "Okay, so how do I get a fourth node?" And they said, "Well, you know, what you could do is it's time to upgrade your parent node." And we have this, um, the Pro 7, the Velop Pro 7s are the nice thing about them is they are backward compatible with your child nodes. So, I got online and I bought the, uh, Velop, uh, turns out it's a Pro 7, but it's the WRT Pro 7, which is, I guess, a little different from the the B7000.
12:00
Speaker 2
Okay. Um yes sir. Um how may I help you today and ( khó kìa) and ( khá) and ( kho) and ( các bạn).
12:00
Speaker 1
So I have to return. Yeah, I have to return that now. Yeah. And so with the but the here's what I'm doing. So I immediately brought back, so the the parent node. I reconnected the old parent node just an hour ago, that was working. And now that parent node will not connect. And I I when I've just done is done a factory reset and now I have a solid red button, red light. And I'll bring up the Linksys app to see if after that factory reset, it might accept what is the configuration that was just working an hour ago. Okay, so it says plug in the router. Okay. Done. Next. Okay. Uh,
13:00
Speaker 2
Oh, it's a standalone. Okay, okay, and now the problem is the, uh, the network connection that you have right now, right? That's uh, some of the channel nodes are, are not working. Okay. Um, yeah. Yeah, go ahead, sir. Mhm.
13:00
Speaker 1
Mo light is solid. Solid is solid red. OK. Getting connected. Let's see if it finds it. And maybe this is all resolved after the factory reset. Nope. Can't find router. I'm on speaker now. Speaker.
14:00
Speaker 2
uh huh hmm okay I see all right um yeah Mike uh by the way um sure okay I I think you're fully aware that the previous representative um told you okay that Alyx actually uh does not uh provide support for product that are out of warranty but uh Mike you don't need to worry sir okay um in your case I we will going to provide a um an exemption sir okay so um I will let the previous representative to assist you okay and then uh troubleshoot the device uh for you to be able to um uh to access the uh the internet okay uh on your on your end all right so how about that sir [silence]
14:00
Speaker 1
Lynx's customer thank you for honoring Good thank you Yep okay thank you [silence]
15:00
Speaker 2
Yeah, and we thank you sir, okay, for choosing links this, okay. So, um, yeah, let me, let me drop the previous representative, okay, and, um, he will go in to continue and, um, provide that support, okay, and, uh, troubleshoot your device. All right, uh, just stay on the line. Uh, just give me maybe, um, a minute or two, okay, after the, uh, previous representative to take over, okay? Yeah, you're welcome, sir. Uh, hold on, music [silence]
15:00
Speaker 1
You're welcome. Right. Yes, thank you. Yes.
16:00
Speaker 2
Hi there, thank you so much for patiently waiting. All right, so just to confirm, you need to reconfigure your old mesh system, is that correct? And just to clarify, were you already informed by the available supervisor that this is going to be a one time exemption? Thank you so much. So, as of the
16:00
Speaker 1
well yes. okay. okay. so I'm turning off. upstairs. stairs. One down. see. And the other one is upstairs. One second. okay. That node is now off.
17:00
Speaker 2
current mesh configuration that you have. Are all of your child nodes currently turned on? You need to turn off all child nodes and only leave the parent turned on. Once all your child nodes are turned off, turn off your parent node last. Wait for 15 seconds and plug it back in afterwards.
17:00
Speaker 1
And I'm going back to the parent node. Okay, I'm going to just power down this parent node. Okay, it's powered down. Let's wait 15 seconds. 1, 1,000, two, yep. It's got it's got the exact same thing with the ethernet cable plugged into the sonic device and that looks good as I'm packing up the WRT7 probe 7 for. Sure. Okay. So I think that was about 15 seconds. Should I turn [silence]
18:00
Speaker 2
Yes, for 15 seconds. See that your parent node, make sure your old parent node is wired correctly with the ethernet cable before turning it back on. [silence]
18:00
Speaker 2
class="transcript__speaker">edison what the message says is don't um the moment you you power on your app. First, wait for the parent node to fully boot up.
19:00
Speaker 2
What's the light on the node right now? Is it solid red, flashing red all right? Just to also confirm, are you still able to remember or recognize the same spelling, same password that you created for your setup?
20:00
Speaker 1
it's saying use the same all of a sudden the the screen on my Windows app says use the same Wi-Fi settings as ACEAR yes it's so it says devices will automatically okay so should I should I turn off the app should I should I close the app okay I'm closing the app go okay I closed the app yes okay I will hold the button and look at the screen until the light goes out okay
21:00
Speaker 2
No, we're not gonna be using the app for now, since the app is not relevant. You just need to close the app. All right. So once again, are you able to remember the exact Wi-Fi name and exact Wi-Fi password on spelling? All right. Because since it's turning solid red, you will need to proceed with a complete factory reset. And to perform a factory reset, you just need to hold the reset button until the light completely goes out.
21:00
Speaker 1
holding the button. [silence] light is pulsing. [silence] okay, the light went out. [silence] should I release the reset? [silence] Ready? yes. ok. press release five times on the reset button. ready? press release one. press release two. press release three. press release four. press release five. oh, yellow. I've never seen yellow. okay, it's pulsing yellow.
22:00
Speaker 2
Solid red. Now you're going to be performing what we call the five press method. You're going to press release, wait a second. Press release, wait a second, five times on the reset button. Yes. Now wait until it changes to a different color.
24:00
Speaker 1
Okay. And, by the way, I see the network: developsetup_344. I see the network now. Correct. I can develop setup, password. Oh uh-oh. The password is probably my. Yeah, right. So, I have to go back underneath the unit. Whoa, this is okay. Serial number. Oh, there's the password, okay. Wow. Okay. Uh, and I have to just hold it like this.
26:00
Speaker 2
Wait for a minute to, we confirm it stays that same color. All right. No changes in the lights right now. Connect to develop setup. The password is underneath the unit.
26:00
Speaker 1
Okay. I think that works. It is got me past the password screen. what is P Zero? Okay. open the link. Go to the opening app. Loading set up experience. agree. Please wait, it's connected to
27:00
Speaker 2
Now that you're connected to the develop setup, open your lynx app from the beginning.
27:00
Speaker 1
[silence] the router next okay plug additional nodes into power near the router. Sorry, could you put on the child mode, okay? Make sure everything has finished startup, and the node's solid node light is, solid, correct? Checking for internet connection. The same Wi-Fi, now it says use the same Wi-Fi settings. Should I say yes? Our privacy pledge continue linking to your account? May I ask you a question? What's the difference between the 15-second reset hold and the five resets?
28:00
Speaker 2
There's no need, just proceed to the next step. Yes, go ahead.
28:00
Speaker 1
the fastest way to make it work? Okay. All right, thanks. Thanks. It seems like it's configuring it is progressing. So now it says name your Wi-Fi. Something went wrong. We couldn't transfer your Wi-Fi settings. Enter the manual for the Net device. Okay, so I'm going to name it the same thing. Okay.
29:00
Speaker 2
18 to 20 second. Oh, reset hold. Factory reset your linksis back to its original state. In other words, it turns back to a ready to setup mode. Well, the one that you just did, which is the five press setup is the fastest way to make the router work. Yes. Manually input them instead? Yes. Make sure that it's the same spelling, same password and everything. So that once we turn on the child nodes, we can then just automatically connect them on their
29:00
Speaker 1
okay. configuring your Wi-Fi network [silence] [silence] wait [silence] well, we
30:00
Speaker 2
All right, were you able to manually configure it? Once you're done, you should be sent to the dashboard.
30:00
Speaker 1
Okay. It's a um um um um um um Okay. I'm not change, but it's solid green. Look like a change. A C network one created. Now let us. Connect your new Wi-Fi. Go to the phone uh, which I followed this. Uh. Let's see. Okay, I'm going to go to my new Wi-Fi password. I go to the password. Uh, let's see if it works. Yes, it says it worked and it's showing a Wi-Fi signal. My screen browser. Okay. Go back to the app. I'm back in the app. It says step one is [silence]
31:00
Speaker 2
yes make sure that you're connected to your new Wi-Fi once you're connected go back to your app
31:00
Speaker 1
step two. Now, I want to connect. Okay, next. Looking for your child nodes. Should I turn them on? Okay. Okay, it's it's just this could take, it's, it's looking for child nodes. There are a lot of Wi-Fi devices that aren't known, okay, I guess they have to all go through the nodes. They don't go right through the, well, maybe they may try to. Your your network router. Next. It's now it's saying not next. Remove old router system from your account. Okay. Okay, I'll, I'll do that blade. Help us diagnose. Okay. Next. What are you?
32:00
Speaker 2
Make sure that you're able to enter the dashboard. No, not yet. Just make sure that you're in the dashboard first. . There's no need, you can do it later. Just make sure you're able to enter the dashboard. [silence]
32:00
Speaker 1
your network is ready. Upgrade complete. Thank you for being a Linksys customer. Go to dashboard. Going to dashboard. Getting router settings. Okay. I'm at the dashboard. Yes. Yes. One. Yeah. I'll do the first uh five. Okay. I'm turning on the closest child node and would I go to the other one or just wait for this node to come up.
33:00
Speaker 2
All right. Just to confirm you’re successfully able to enter the dashboard, right? How many nodes right now is reflecting on the dashboard? All right. Try turning on your child node near the parent node. How many devices on your dashboard is also visible? All right. So try turning on your child node near the parent node. All right. So try turning on it.
33:00
Speaker 1
Okay. So, again, from a learning point of view, it just seemed like the five recesses was what did it, or was it the 15 to 20 second reset combined with the five recesses that really made this work? Okay, so it was that combination that really made it work. [silence]
34:00
Speaker 2
Yes, go ahead and grab all of them. Turn them on in the same room. No. So, in order for the unit to work properly again, since it changed to a solid red, solid red means it's able to detect an internet connection, but it's not communicating to it. So, we needed to perform a factory reset. So, we can make your parent node work again. And we made it work by doing the five press method after we did the 20-second hold on the reset button. No, it's not a combination, but the five press is.
34:00
Speaker 1
I see. Okay. All right. So let's see what's happening with the first node. The color is red. Okay. So these other devices, they're finding the parent node and that's how they're getting on. Is that correct? Yeah. Yeah. Right. Can I ask you a question?
35:00
Speaker 2
there, sweetie. Is it solid red, flashing red? What kind of red? All right. Let's wait for three to five minutes to make sure if it changes or not. Yes, that's correct. Yes, go ahead.
35:00
Speaker 1
replacement parent node so that I can make sure I order the best and right one.Oh, okay, I didn't know that.
36:00
Speaker 2
No, unfortunately, we cannot since Linksys does not do any direct selling. That's correct. No worries there. We're just patiently waiting for it to see if it reconnects on its own. If it doesn't, you just need to factory reset it instead. How many child nodes did you turn on? Um,
36:00
Speaker 1
I re-configured the network correctly with the same name and password, otherwise they would not have connected. Okay, good. Okay, so now I'm pretty confident these child nodes will get on one way or another here. Let's see. The dashboard is still showing one node though. Okay. [silence]
37:00
Speaker 2
That is correct. Now we're just going to be waiting for three more minutes to see if it reconnects on its own.
37:00
Speaker 1
[silence] It's working. The parent node is working. The child node is still getting on. You should be able to connect to the parent node. [silence] You should yeah. Then I'm asking you, what is this computer going to accomplish? Now that you've gotten that working. Okay. Then I can call Sonic. Yeah, right. [silence] We'll take let me just finish with the links. I can get back on. I don't have to book my phone. Correct. Let's see. Go to the one I turned on first. It is still red. Blinking red.
38:00
Speaker 2
All right. So to confirm, what's the light right now on the child node?
38:00
Speaker 1
Okay, so let me press up until like all that. Good. All right. Resetting this first one. Holding, the light is blinking, holding. Okay. The light has completely gone out. So now I'm going to wait a moment. Now I'm going to release the reset button. Okay. So. Oh, good. Gonna try again. Good.
39:00
Speaker 2
I don't understand. As of the current moment, it's not configuring on its own. You might need to factory reset the child nodes, so you can manually reconnect them instead. Once again, to factory reset your child node, you just need to hold the reset button for 20 seconds or up until the light completely goes out.
39:00
Speaker 1
Okay, so it's still kind of dark. In fact, uh there's no apparent like, well, the one I I reset is not, it's kind of dull. It's I guess when I put my hand on it, it's kind of a dark blue, but it's not that bright blue or green and it's definitely not red. [silence]
40:00
Speaker 2
For to like to write down both your child notes. All right, wait for them to both turn solid pink or solid red.
40:00
Speaker 1
OK. so there is a pink and there is a red. wow. there's and then I learned there was a yellow today, too. wow. oh oh. OK. I got I got a solid I don't know if that's hot pink or red. I got a solid color on this know child. I tried to add device. uh No, I I didn't I only because there's separate parts of the house, I can go upstairs and do the reset it. OK. so I'll do that right now. Yeah.
41:00
Speaker 2
For these older models, supposedly a light should be a solid purple. But since it's on the older side, it should either be a hot pink or solid red instead. All right. Is that on both of them? I see. So, you can just do the same step on the other node as well. So just go to your Linksys app and to add a child node, just click on the three lines at the top left. Scroll down at the very bottom where you can see an option.
41:00
Speaker 1
yes okay so I'm going to the second of the two child nodes and pressing the reset button and waiting to get no color and holding it holding okay it's no color but I'm just going to hold it for just a few more seconds okay the second of the two child nodes has been factory reset now I'm going to go to add a node to my network span mesh network and place power to the router node light is solid solid looking for your child node I'm standing right
42:00
Speaker 2
It says, "Set up a new product", and from there it will guide you in adding a child note.
42:00
Speaker 1
next to it. And. Now It's blinking red. May I ask you a question? You know that uh new WRT Pro 7 that I have? Just out of curiosity, if I kept it, would that be, could I make that a, yet another Wi-Fi network on my, in my home by connecting it to the Sonic, another port on the Sonic?
43:00
Speaker 2
right. [silence] yes, you can.
43:00
Speaker 1
right yeah and so what's what why what what does the value of like why would i want would i want that i mean so can't it won't go all over the house but it will be another another Wi-Fi network that right okay so it says adding your child nodes this could take four to six minutes per child node and it's blinking it's blinking red okay right
44:00
Speaker 2
But once again, this is a standalone router. It cannot add child notes. It's a normal router. Yeah, if you need a separate network, especially for privacy and everything, uh, personal use, then, yes, you can definitely have one. Yes. That's the message that you should be looking for. So you just need to wait for four to six minutes. That's the last step. It will add the child nodes for you. The app will also notify you once you've successfully added them as well. That's about it.
44:00
Speaker 1
Oh, are you saying maybe we can just finish this service call then?
45:00
Speaker 2
Yes, once again, you're already on the last step. All that's left for you to do is just patiently wait until it's done adding the child node. Once it's all workshopping -- once they're all working, back to a teal or solid blue light, you can just relocate them back to their original positions and that's about it. Alright. So once again, thank you so much for calling Linksys. Take care and have a great day. Buh-bye for now.
45:00